The first blog dedicated to the apartment marketing/management business.

February 26, 2008

Get over the package war...quickly

Saw this pic on Seth Godin's site and it made me think of packages...weird? I know!

Is it me or does it seem that lately it has become an us against them struggle with residents in our communities? I see it played out in my very own office from time to time. Chief culprit? Packages.

The mindset I have seen played out is that we think we are doing the resident a favor by accepting their packages and if they don't come in and pick them up then shame on them. Shame on them to the point we boldly suggested sending packages back. Yikes.

Moreover when a resident complains that we did not notify them that their package was in the office, our response is to ridicule the person for not paying attention to the UPS slip on their door. How dare you think that we will put a notice on your door that your package is in our office. That is UPS's job! Yikes.

Let me recall for a moment. The biggest check that most people write every month is their rent check, right? THE BIGGEST CHECK! The most money! The biggest transfer of funds! I have a lot, now I have a little because I just paid my rent!

I say, get over it! If we were really doing it right we would offer to set the packages inside their front door as an added service! We would take the time to figure out how they wanted to get their packages. We would serve the customer instead of complain about them.